Also included in the technologies employed at Toronto 311 are call recording, quality management, and speech analytics, which contact center management uses to enhance operations and better serve customers.

Toronto 311 is also using speech analytics to measure the emotional reactions of residents to city services, which supervisors and agents can then use to anticipate and better deal with high-emotion calls.

Those reports will then be seamlessly logged into Winnipeg's 311 system and automatically routed to the right department, streamlining the ability of residents to connect with city government in near real time.

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